Insight

Voice of the Customer

Voice of the Customer (VOC) is crucial to fully understanding the customer experience you are offering. VOC insight goes beyond analysing the communications between you and your customers – our specialised customer insight teams also analyse what customers are saying about you. It is both an informational and problem-solving tool.

At Webhelp, we can offer a closed-loop VOC strategy:

Customer Journey Mapping

We use data and analytics to develop comprehensive insight and predict what when, how and why customers are going to buy. With that knowledge, you can get ahead of possible defection with Next Best Action planning. Every contact with a customer should cost less than it brings in – so it’s vital to take advantage of these.

Demand Optimisation

At Webhelp, demand optimisation is an intelligent way to maximise customer service excellence while lowering costs. It is crucial that demand optimisation is done well – customers should feel better served, not neglected.

We base all of our demand forecasting and optimisation strategies on an intelligent framework with four key goals:

Understand customer journeys and their relationship to contacts

Use data intelligently to identify the root causes for contacts and eliminate them before contact is necessary

Optimise self-service solutions

Achieve business control by using insight generated from analysis to accurately forecast demand

To learn more about Demand Optimisation and the other aspects of Webhelp’s Insight service, contact us today.

We have placed cookies on your device to help make this website better and improve your navigation and experience. They allow you to share our articles through social media, estimate the audience of the website or customise the website in accordance with your interests.
Click on “change settings” to update your cookies preference, on “find out more” to read our terms and conditions. By continuing your browsing on this website, we’ll assume that you’re OK with their use.
Find out more

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:TwitterLinkedInFacebook